Description

You will act as the primary liaison between business stakeholders and technical teams to deliver ServiceNow solutions.

Responsibilities

• Gather, analyze, and document business requirements to create functional specifications for ServiceNow configurations and integrations.
• Conduct gap analysis to identify process improvement opportunities and automate workflows.
• Collaborate with developers, architects, and QA teams to ensure implementations meet technical and business requirements.
• Define and optimize ServiceNow workflows, catalog items, forms, and UI/UX enhancements.
• Develop metrics, reports, and dashboards using ServiceNow Performance Analytics to monitor system health.
• Facilitate workshops and demonstrations while providing post-implementation support and training documentation.

Required Skills

• 6+ years of experience as a Business Analyst specifically working with the ServiceNow platform.
• Deep understanding of ServiceNow ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Hands-on experience with ServiceNow configurations, UI policies, business rules, and workflows.
• Proficiency in JIRA and Confluence for project documentation and tracking.
• Experience conducting user acceptance testing (UAT) for ServiceNow applications.
• Strong knowledge of Agile and ITIL frameworks.
• Ability to write detailed functional specifications for technical teams.
• Experience with ServiceNow modules including ITSM, ITOM, CSM, HRSD, and CMDB.

Preferred Skills

• ServiceNow Certified System Administrator (CSA) or ITIL v4 Foundation Certification.
• Experience with ServiceNow API integrations using REST or SOAP.
• ServiceNow Certified Implementation Specialist in ITSM, CSM, or HRSD.

Key Skills

Education

Any Gradute